Do NOT buy a furnace from Sears

**Freedom** · 02-18-2011, 07:43 PM

Originally Posted by K9karen

And, thanks, I never buy from Sears anyway cause they subcontract.

Where were you in 2003?! I didn't know till this week.

**wanwan1007** · 02-18-2011, 08:04 PM

Wow is a very appropriate word. I'm sorry you had to go through all of this. I guess the good side to this is that even though it was 8 long years at least you (1.) found out before the furnace ended up being replaced or blew up because of off the poor set up. (2.) thank God that you or no one in your home was hurt. (3.) The independent contractor that Sears sent out seemed to be legit and honest and didn't try to support Sears.

**pomtzu** · 02-19-2011, 07:43 AM

Wow - that is terrible, I didn't know that Sears subcontracted either, and luckily have never bought anything big like your system that needed to be installed - just washers, dryers, a.c.'s and a dishwasher is all - and all years ago. Now I know I never will.

Thanks goodness that nothing serious ever happened (such as a fire or personal injury

), tho what you're having to deal with now is serious enough I would say. Hopefully you'll get everything working the way it's supposed to, and also be reimbursed for all the added and unnecessary expenses that you've incurred over the years that you've had this unit.

ETA:
BTW Sandie - what alerted you now to a problem, or was it that you had just reached your meltdown point based on all the previous crap that you've had to go thru? And I'm like you - I just can't stop thinking "WOW"!

**Freedom** · 02-19-2011, 09:36 AM

Originally Posted by pomtzu

ETA:
BTW Sandie - what alerted you now to a problem, or was it that you had just reached your meltdown point based on all the previous crap that you've had to go thru? And I'm like you - I just can't stop thinking "WOW"!

Late last year I had the annual maintenance for the heating system. The Tech made a big deal of the poorly fitting filter I had and advised me to go to a local company (he gave the name and address) to have one custom made. It got me thinking, didn't make sense I had to buy custom made.

Soon after install, I got a post card from Sears w/ the part number for my filter. I ordered it and it is 4 inches wide - no way that is going to fit in my tiny space! I called the Sales Rep who sold me the system, and he said it was the wrong part and just ignore the post card. I did, but I SAVED IT in the folder. So that was scanned in and included in my letter. If I had the media filter cabinet, it IS the right filter!

Been crazy trying to deal w/the automated phone system; there is no "Press 9 if you are calling about a furnace installed incorrectly 8 years ago."

I had Customer Support folks telling me, "take your furnace that is missing a part back to the store where you purchased it and they will give you a new one." Obviously they are just reading from a script. The 3rd time I was told that, I asked, "Do you know what a furnace is?" Reply was "I have no idea what a furnace is." I kept a list of all the numbers and names of folks I spoke with in 5 hours over 2 days, and put all THAT in my letter as well. I was asked, "Did you buy your furnace in a store or online?" Obviously I was in the wrong part of Customer Support, but I could NOT figure out how to get where I needed to be!

I've now learned that at one point, I was talking with the local Heating and Cooling Manager, but he was confused by this being an 8 year old install, and advised me to call Customer Service. He didn't have a name or direct phone number for me and could not transfer me. THAT went in my letter, too, but back then I didn't know he was THE MAN I NEEDED. So I'm sure he is embarrassed now, too.

**pomtzu** · 02-19-2011, 10:31 AM

Yikes Sandie - I hope that you don't have high blood pressure to start with, because after all of this. it will be thru the roof.

I'm afraid I couldn't have remained as calm as you appear to be. My Italian "temperament" would have take over - BIG TIME!!!!!

**Lillycat** · 02-19-2011, 03:41 PM

.......unreal.......horrible, just horrible!

**Husky_mom** · 02-19-2011, 04:31 PM

what a hassle.. but fortunately you weren´t hurt and apparently you´ll be compensated/reimbursed for everything..

this is why it´s important to know that your people knows what to do.. not just hire them randomly..(@ Sears)

**K9karen** · 02-19-2011, 10:54 PM

Originally Posted by Freedom

Where were you in 2003?! I didn't know till this week.

Oops..I may have over spoke/typed..whatever. I was mad for you. Actually I think there are some items they do subcontract. At least they did when my mom bought some stuff eons ago.

Anyhoo..glad to be of service, wrong or right!

**Freedom** · 02-20-2011, 08:30 AM

??? Karen? LOL I was joking, as in why didn't you tell me this in 2003? I'm not sure how you took it that you are apologizing, but there certainly was nothing needing an apology! LOL

**momcat** · 02-20-2011, 02:24 PM

Hi Freedom,
Your story is almost unbelievable! Several years ago, my late mother-in-law gave us a Sears refrigerator. When we started having problems with it, getting someone out to fix it was virtually impossible, they always had some lame excuse as to why they had to cancel. Now I avoid Sears like the plague!

You might want to consider reporting this to your state Consumer Affairs Office. Sears put you and your family in danger and they MUST be held accountable. Consumer Affairs might even be able to advise you of what legal recourse is available. Continue to document everything and save every single piece of paper related to this.

Good luck in resolving this. If you can, please let us know how all of this plays out?

**krazyaboutkatz** · 02-20-2011, 03:54 PM

I'm so sorry to hear all of this and all I can say is WOW!!! too.

I'm glad that you finally became aware that you had problems with your furnace before anything like a fire started. Hopefully everything will work out in your favor and you'll be reimbursed for everything too. Good luck.

I don't know if you have ever watched the show on HGTV "Holmes On Homes" or now his new show "Holmes Inspection" on Sunday evenings but the things on this show makes me wonder if anyone can be trusted concerning home improvements or home inspections any more. It seems that even contractors with permits still make many critical mistakes.

**Craftlady** · 02-20-2011, 05:06 PM

So sorry you had to go through all this with Sears.

**K9karen** · 02-20-2011, 10:33 PM

Originally Posted by Freedom

??? Karen? LOL I was joking, as in why didn't you tell me this in 2003? I'm not sure how you took it that you are apologizing, but there certainly was nothing needing an apology! LOL

Hey, it's ME! Of course I knew you were joking, I love it! I just didn't want to misinform, as to damage poor Sears' reputation